Introduction #

Boost Phone Call Efficiency with 3CX Wrap-up Codes: Streamline, Classify, and Optimize

Looking to optimize your phone call productivity? Look no further than 3CX Wrap-up Codes. These handy tools allow you to easily classify and analyze the purpose or outcome of your phone calls in real-time. With just a simple selection from a pre-defined list of codes, you can accurately label each call according to its nature. Whether you’re part of a support department or a sales team, these codes enable you to streamline your organization effectively.

When making or receiving a call, a convenient popup appears, empowering you to choose the most relevant code that aligns with the call’s objective. Support departments can utilize codes such as “Installation issue” or “Hardware issue” to accurately categorize their calls. On the other hand, sales departments may find it beneficial to classify calls as “follow-up” or “New leads” for efficient tracking.

By implementing wrap-up codes (also known as disposition codes), you gain the ability to effortlessly classify and monitor the purpose and outcome of each call. The process is simple: a popup emerges during your call, providing you with a range of pre-established codes to choose from. For instance, support departments can quickly tag calls with codes like “Installation issue” or “Hardware failure.” Meanwhile, sales teams can easily classify calls as “follow-up” or “lead.” This comprehensive tracking system allows you to gain valuable insights into your time allocation, empowering you to fine-tune your business processes.

Make the most of your valuable time by leveraging 3CX Wrap-up Codes. Seamlessly classify, track, and analyze your phone calls to optimize your workflow. Start enhancing your business efficiency today!

Why Choose 3CX Wrapup Codes? #

	EFFICIENT CALL HANDLING	Agents can quickly categorize calls, save time on documentation, and provide better customer service through streamlined call management.
	DATA-DRIVEN INSIGHTS	The system collects data for reporting and analytics, offering valuable insights into customer behavior, agent performance, and call trends.
	CUSTOMIZATION AND INTEGRATION	Wrapup codes can be customized to fit specific organizational needs and integrate with other systems, enhancing data management and process efficiency.
	CONSISTENCY AND COMPLIANCE	Agents maintain data consistency, while organizations ensure compliance with industry regulations by using standardized wrapup codes for call documentation.

Prerequisites #

Before installing ‘3CX Wrapup Codes’, you need to ensure that your computer meets the minimum requirements mentioned below:

•  3CX Version V18 (Windows Only)
• Windows 10 or above / Windows Server 2012 or above
• Microsoft SQL Server 2016 or above (Including the free SQL Express edition)
• Internet Information Server (IIS) 7.0 or above
•  .Net 4.7.2 or above
• Port number 7750 opened on your device.

NOTE:

• When installing SQL Server, we recommend you install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio
• When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X

Installation Overview #

	DOWNLOAD SOFTWARE	You can order 3CX Wrapup Codes online at https://www.voiptools.com.  Your order confirmation email will include your license key and a link to download the software.
	INSTALL PREREQUISITES	There are a number of prerequisites that must be installed prior to installing 3CX Wrapup Codes. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server
	INSTALL 3CX WRAPUP CODES	This User Guide contains step-by-step instructions to successfully install 3CX Wrapup Codes. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named 3CXWrapupCodes.exe
	REGISTER YOUR SOFTWARE	You must register your license key to activate 3CX Wrapup Codes. Your license key is included in your order confirmation email, and can also be found in your order history on our website.

Step By Step Installation Procedure #

The following section guides you through a detailed walk-through of the installation process:

Step 1: Download Wrapup Codes Server #

1. Find the software download link in the Order Confirmation Email, or you can find it in your order history on our website and download the 3CX Wrapup Codes Server application.
2. In the Microsoft Defender SmartScreen, click the More Info option.

3. Click the Run Anyway option to start the installation.

Step 2:  Install Prerequisites #

Click on the software installer that was downloaded in step 1 above. The installation wizard will automatically identify the needed prerequisites and assist you with the install of the prerequisites needed to run ‘3CX Wrapup Codes’. These include .NET Framework (Web Installer), SQL Server Express (Web Installer) and, SQL Server Management Studio.

1. Click the downloaded installer executable to launch the Prerequisites Setup Wizard and click Next.

2. In the Prerequisites window, the installer will identify the missing prerequisites. It is important that you install all the required prerequisites. However, you can select/unselect the applications to be installed based on your unique requirements. Click Next to continue.

The installer will download and install the selected applications.

3. If you have selected to install “SQL Server Express”, the Microsoft SQL Server License Terms page will display. Click Accept to acknowledge the license terms and continue.

4. In the next window, the Media Location field displays the SQL Server Media target location. If required, you can browse to change the location. Click Install to begin the installation of SQL Server Express.

5. Once the prerequisites are installed successfully, click Close.

The Microsoft SQL Server Management Studio: Installation in progress. It may take several minutes to complete.

6. In the confirmation message box, click Yes to reboot the computer.

Step 3: Start the installation process #

1. After all the prerequisites are installed, the 3CX Wrapup Codes Setup Wizard appears. Click Next to Continue.

2. On the Select Installation Folder window, the Folder field displays the location where the ‘3CX Wrapup Codes’ will be installed. Note that you cannot change the path.
3. Click Next to continue with the installation.

Step 4: Test Relay Settings #

1. In the 3CX Relay Services window, in the Relay Host field, enter the FQDN of your 3CX server.
2. Enter 8801 in the Relay Port field.
3. Enter the public key you took from VoIPTools Relay services in the Public Key text area.

4. Click the Test Relay Settings to confirm ‘3CX Wrapup Codes Server’ can communicate with the Relay services running on the 3CX server.
5. If the ‘3CX Wrapup Codes Server’ is successfully able to communicate with the Relay services that run on the 3CX server, a Success message box appears. Click OK. If the test fails, you will not be able to continue until communication with the relay is established.
6. Click Next to continue with the installation.

NOTE:

If the test was unsuccessful: 

• confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
• confirm that you have entered the correct FQDN for the 3CX server.
• confirm that 3CX Wrapup Codes and the Relay are using the same port and protocol.

Step 5: Configure the database #

When configuring 3CX Wrapup Codes, select an existing Microsoft SQL Server instance in your environment.  The database server can be a remote SQL Server or a local instance running on the VoIPTools server.

1. On the SQL Database window, in the Server field, select the desired instance of SQL Server

NOTE:

We encourage you to use SQL Authentication rather than Windows authentication.  Many of our tools leverage a Call Flow Designer (CFD) application running on the 3CX.  Frequently our CFD applications require access to a SQL database.  If the 3CX server and the database server are not in an Active Directory domain, Windows authentication will fail.  To use SQL authentication, your SQL Server must be configured to run in “Mixed Mode”.  If you installed SQL Server with one of our tools, we configure SQL in “Mixed Mode”.

2. To use SQL Authentication, be sure to uncheck the Trusted Connection checkbox.
3. In the Username and Password fields, enter valid SQL login account credentials

4. To use Windows Integrated Authentication (not recommended), check the Trusted Connection (Windows integrated authentication) checkbox.
5. In the Database field, the installer will automatically display the default database name.  We encourage you to use the default name.  If you are upgrading or reinstalling 3CX Wrapup Codes, select the existing database name from the list.
6. Click the Test SQL Connection button to confirm connectivity to SQL Server and then click Next to continue.

Step 6: Installing 3CX Wrapup Codes #

1. In the Ready to Install window, click Install to start the installation of the ‘3CX Wrapup Codes’.

The application installation progresses. It may take several minutes to complete.

2. Once the installation is complete, check Launch 3CX Wrapup Codes check box and then click Finish. The 3CX Wrapup Codes configuration screen opens. If you want to simply close the installer without opening the configuration screen, then simply uncheck Launch 3CX Wrapup Codes check box and then click Finish

Step 7: Register your software #

To ensure the authorization of your license key, it is necessary to complete the registration process. By registering with VoIPTools, you gain access to a range of benefits:

Key Replacement Assistance	In the unfortunate event of a lost license key, registering with VoIPTools lets us provide you with a replacement key promptly.
Product Updates and Reminders	By registering, you will receive timely notifications from VoIPTools regarding any product updates. Additionally, we will send reminders when your key is nearing its renewal date, ensuring uninterrupted access to our services.
Activates 3CX Wrapup Codes Serves application	On registering the ‘3CX Wrapup Codes-Server’ application, the ‘3CX Wrapup Codes-Client’ application will also be automatically activated.

Follow the steps to register your software,

1. Click the 3CX Wrapup Codes Client desktop icon when the installation is completed.
2. On the Login page, log in with your credentials.
   1. In the Extension field, enter your 3CX extension number.
   2. In the PIN field, enter your 3CX voicemail PIN.
   3. Click the Login button to log in to your account.

3. On the top menu, click the License tab.

4. In the License Key field, enter your license number and other mandatory information and click Register to complete your registration.

NOTE:

• On registering the ‘3CX Wrapup Codes-Server’ application, the ‘3CX Wrapup Codes-Client’ application will also be automatically activated.

• The license key permits you to install this software on one computer. This is not free software.

Web Portal #

To access the ‘3CX Wrapup Codes’ web portal, click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (3CX Wrapup Codes Web).

NOTE:

Users with only ‘Manager’ role can log into the ‘3CX Wrapup Codes-Server’ application.

Codes screen #

Wrapup codes are a quick way of summarizing the interaction in the call between the customer and the agent. From here, you can create and activate/inactivate a wrap-up code. Wrapup codes can be either independent or can be set up to have parent and child codes. Only the active wrapup codes will be available for the agent while on call with the customer. The Wrapup Codes section of the screen displays a tree view of the active parent-child wrapup codes.

Creating Wrapup Codes: #

Follow the procedure to ensure efficient call data organization through wrapup codes for structured analysis, enabling effective call management.

Reports #

The Reports screen displays all the call logs related to the logged-in agent. As a manager, you can export the data in various formats including pdf, xls, xlsx, rtf or csv.

EXTENSION	Agent Extension
AGENT NAME	Agent First & Last Name
AGENT DIALED NUMBER	The number from which the agent dialed
CALL TYPE	Type of Call (Inbuond/Outbound)
NOTES	The notes information associated to the wrap up code
CODES	The wrapup code associated to the call
CALL START	Date & time at which call started
CALLERID NUMBER	The number of the caller. NOTE:  If it is an outbound call then the field remains blank.
CALLERID NAME	The name of the person who initiated the call. NOTE:  The ‘CallerID Name’ displays only if 3CX recognizes the caller name. Else, the field remains blank.
CALLER DIALED NUMBER	The number to which the caller calls.
QUEUE NAME	The Queue Name that is assigned to the number in 3CX
CALL END	Date & time at which call ended.

Group By Column #

1. In the column header, point to the column header using which you want to group by and display the report, and then drag the column to the space above the column header.

2. Click the Expand button to expand the tabs and view the data.

Export Report #

3CX Wrapup Codes lets you export the reports in different formats to your local device. Follow the procedure to export your reports,

1. Enter the search criteria in the filter row or group by the desired column to display the desired information of the report.
2. Click the appropriate export button to export the logs in your desired format.

Settings #

The Settings tab enables you to configure FQDN and port settings for the client application so that it can communicate and display popups for calls.

Start/Stop the service: #

Follow the steps to start/stop their service,

1. On the Settings screen, in the Service Status section, click the Start button.
2. Click the Refresh link to update your status.

NOTE:

To maximize security, we strongly urge you to configure the Relay and 3CX Wrap-up Codes to use HTTPS (TLS encryption). To use TLS security, ensure that the Relay Port is set to 8801 and the Protocol to HTTPS. However, if your Relay is not configured to use TLS encryption, change the Relay Port to 8800 and the Protocol to HTTP.

Integrate with Power Dialer #

3CX Wrapup Codes lets you integrate with Power Dialer. Follow the procedure to integrate Wrapup Codes with Power Dialer,

1. On the Settings screen, in the Client Settings section, check the Integrate Power Dialer checkbox.
2. Click Save to save your client settings.

NOTE:

• If you choose to integrate Power Dialer with Wrapup Codes then, both applications should be present/installed on the same server

• If you are not connected through office vpn network then, ensure the following:
  • Enable the 7750 port in the firewall where the server application is installed to avoid connection interruption between the client and server applications.
  • Enable the 8800 relay port in the firewall where the server application is installed so that the application recognizes whether the user answered the call or not.

.

Need Support? #

You get quick answers to most of your inquiries in our online manual. If you prefer direct contact, we offer various support channels, including phone, email, live chat, and our helpful VoIPTools forums.